Incident Management Analyst

context recruitment; Harrogate; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Benefits

Job summary

Context Recruitment is seeking an enthusiastic Incident Management Analyst for a leading MSP in Harrogate. Hybrid working with 2 days in the office and a salary of £26,000 plus benefits.

This entry-level role focuses on managing customer incidents, ensuring clear communication, and driving timely resolutions in a fast-paced environment. You'll monitor escalations, support process improvements, and assist in training and onboarding of new customers while developing ITIL knowledge and technical

Qualifications

• Excellent communication and customer service skills.
• Good attention to detail and time management.
• Able to work under pressure and across teams.
• Willingness to learn and tackle new technical areas.
• ITIL 4 Foundation (desirable).

Responsibilities

• Handle customer incident escalations and provide timely updates.
• Monitor VIP and sensitive tickets to prevent SLA breaches.
• Document incident reports and contribute to process improvements.
• Conduct quality checks and support team training.
• Assist in integrating new customers and identifying problem tickets.

Skills

Strong communication

Customer service

Time management

Attention to detail

Work under pressure

Education

ITIL 4 Foundation (desirable)

Job description

Incident Management Analyst (Entry Level)

Hybrid working - 2 days per week in Harrogate.

Paying £26,000 + benefits.

A leading Managed Services Provider is seeking a proactive and enthusiastic Incident Management Analyst to join their Service Desk team.This is an ideal opportunity for someone starting out in the industry who's eager to develop within a professional and fast-paced environment.

You’ll play a vital role in managing customer incidents, ensuring clear communication, timely resolution, and continuous improvement across their processes.

Key Responsibilities:

• Handle customer incident escalations and provide timely updates
• Monitor VIP and sensitive tickets to prevent SLA breaches
• Document incident reports and contribute to process improvements
• Conduct quality checks and support team training
• Assist in integrating new customers and identifying problem tickets

What We’re Looking For:

• Strong communication and customer service skills
• Good attention to detail and time management
• Able to work under pressure and across teams
• Willingness to learn and tackle new technical areas
• ITIL 4 Foundation (desirable)

Hybrid working - Offices in Harrogate.

Paying £26,000 + benefits.

Must be eligible to work in the UK.

UK Driving licence needed due to office location.